Billing, Refund, and Cancellation Policy

This policy explains Avalon billing, refunds, cancellations, renewals, taxes, and payment issues. If a signed order form, invoice, pilot agreement, or enterprise agreement states different billing terms, that agreement controls.

For this policy, "Avalon" means Avalon Flow Inc., a subsidiary of Questili LLP, unless a signed order form or customer agreement identifies a different contracting entity.

1. Paid plans and invoices

Avalon may offer subscriptions, pilots, usage-based add-ons, custom enterprise plans, or manually invoiced arrangements. Pricing, billing interval, included features, seats, usage limits, renewal terms, and payment method are shown in the applicable checkout flow, invoice, order form, or customer agreement.

2. Current self-serve plan structure

Avalon currently presents the following self-serve monthly plan structure unless a checkout flow, order form, or customer agreement states otherwise:

Plan	Monthly price	Included Avalon-hosted AI credits	Notes
BYO model	$8 / month	0 hosted credits	Single-mailbox Avalon workspace for users who supply their own API key, custom endpoint, or local model. BYO/local/custom model usage does not consume Avalon-hosted credits.
Indie	$20 / month	1,500 credits / month	Default individual plan with hosted AI included and no provider setup required. Starts from the subscription date; pre-subscription mailbox backfill is not included.
Pro	$35 / month	3,000 credits / month	Higher hosted-AI allowance, pre-subscription mailbox backfill, connected apps/integrations, expanded knowledge-base capacity, and priority support.
Enterprise	Custom	Custom	Team rollout, procurement/security review, custom deployment, retention, governance, support, and commercial terms.

One Avalon-hosted AI credit currently equals $0.01 of Avalon-hosted inference. Credits are charged only when Avalon pays the model bill. BYO keys, custom endpoints, and local models use 0 Avalon-hosted credits. Monthly included credits are used before purchased top-ups. Purchased top-ups currently include $5 for 500 credits and $10 for 1,000 credits, with larger packs available for temporary spikes. Purchased top-ups expire one year after purchase unless stated otherwise.

Self-serve plans are for one person and one mailbox unless the checkout flow or agreement says otherwise. Enterprise terms control if they differ from this policy.

3. Payment authorization

By purchasing a paid plan or accepting a paid order, you authorize Avalon or its payment processor to charge the applicable fees and taxes using the payment method or invoicing process provided.

You are responsible for keeping billing information current and paying all undisputed amounts when due.

4. Taxes

Fees are exclusive of taxes unless stated otherwise. You are responsible for applicable taxes, duties, levies, withholding, or similar governmental charges, except taxes based on Avalon’s income. If tax withholding is required by law, you must gross up payments or provide documentation as required by the applicable agreement.

5. Renewals

Subscriptions may renew automatically unless canceled before the renewal date according to the applicable checkout flow, account settings, order form, or agreement. Renewal pricing and plan features may change prospectively with notice where appropriate.

6. Cancellations

You may cancel a paid plan through product controls or by contacting support@avalonflow.com. Cancellation stops future renewals but does not automatically refund fees already paid unless required by law or stated in the applicable agreement.

Access may continue through the end of the paid term unless the account is terminated for breach, risk, or non-payment.

7. Refunds

Unless required by law or stated in a signed agreement, fees are non-refundable. Avalon may choose to issue credits or refunds in specific cases at its discretion, such as duplicate charges, billing errors, or service issues.

Refund requests should be sent to support@avalonflow.com with account, invoice, and reason details.

8. Failed payments and overdue amounts

Avalon may retry failed payments, contact billing administrators, suspend paid features, downgrade service, restrict access, or terminate accounts for failed, disputed, or overdue payments.

You remain responsible for undisputed amounts incurred before cancellation, suspension, or termination.

9. Plan changes

If you upgrade, downgrade, add seats, remove seats, or change usage, fees may be prorated or adjusted according to the checkout flow, invoice, or agreement. Downgrades may reduce features, limits, retention, support, integrations, or model routes.

10. Trials, beta access, and pilots

Trials, beta access, founder-led pilots, discounted pilots, or promotional offers may have special terms, limits, expiration dates, or conversion requirements. Unless stated otherwise, trial or promotional access may end at any time and may not include all paid features.

11. Chargebacks and disputes

If you dispute a charge, contact support@avalonflow.com first so Avalon can investigate. Chargebacks or payment disputes may result in account review, suspension, or termination.

12. Contact

For billing, refund, cancellation, invoice, or payment questions, contact support@avalonflow.com.